How I unified wallets, bills, cards, and remittance to 200+ countries into one app

Insecure, inconvenient transfers

Users found it challenging to securely and conveniently transfer money between accounts, causing inconvenience and potential security risks.

Missed bills and due dates

People struggled to keep up with bill payments and due dates, resulting in late payments, penalties, and negative credit impacts, with no automated reminders or bill management to help them stay organized.

No way to understand spending

Users found it hard to categorize and analyze their expenses, making budgeting and improvement nearly impossible.

A super app's scope

e& money spans wallets, cards, local and international transfers, bill payments, donations, bulk salary payments, rewards, gift stores, and gamification. Packing this breadth into one app without overwhelming users demanded a fundamental rethink of the information architecture.

Two apps at once

The revamp had to move forward while the older version continued serving live users, meaning the design work ran on two tracks simultaneously.

A discovery workshop to align everyone first

We began with a structured Design Thinking workshop with stakeholders: stakeholder interviews on business goals; assumption mapping to assess how desirable, viable, and feasible the product was; identifying users and their goals; mapping the experience end to end to streamline processes and minimize pain points; and a brain-dump ideation exercise for services, features, and business upselling.

Research with real users

I conducted user interviews covering motivations, comfort with digital payments, desired features, past e-wallet experiences, and security expectations. The insights were clear: users wanted convenience, speed, and security; easy fund transfers and multiple payment methods; transaction history tracking; an intuitive, customizable interface; and robust security, encryption, biometric authentication, and transaction monitoring, because their money was involved.

Aligning business goals with design goals

The team set clear goals for the redesign, aligning them with target-user needs and business objectives, then created wireframes, user flows, and prototypes, with iterative design reviews and user testing sessions improving the UI and navigation at every step.

Simplifying a complex information architecture

With so many services in one app, the IA was restructured so users could actually find relevant information and access every feature, up-fronting key features and reducing the number of steps to complete any process or reach an end goal.

Redesigning the full experience, end to end

The revamp covered the complete journey in high fidelity: onboarding & KYC (Emirates ID capture, selfie video verification, and instant virtual-card issuance); accounts & cards (a unified view of e& money accounts, linked banks, saved and supplementary cards, and financing); payments & transfers (send money to 200+ countries, bills and top-ups, QR payments, request money); rewards & engagement (cashback, redemption catalogue, gift store, and gamified cash envelopes); financial wellness (monthly spending analysis for expense categorization); and a content strategy that educates users throughout to build trust.

Continuous feedback, delivered in phases

The project ran in 4 iterative phases, each closing with client and product-owner meetings, deliverable presentations, hand-off revisions, and planning for upcoming services, with updates prioritized on user feedback and business priorities, in close collaboration with developers to ensure a high-quality build.

A coherent financial super app

spanning payments, transfers, cards, rewards, donations, and financial management.

User-centric design that educates

guiding users through the product and highlighting key details to instill confidence and trust.

A simplified information architecture

users can find information and access all features and services, with key features up-fronted.

Reduced friction across every journey

fewer steps to complete transfers and bill payments, directly addressing the failures uncovered in usability testing.

Research pain points turned into features

spending analysis and streamlined bill flows answer the exact problems users reported.

A cohesive visual design and design system

visually engaging, consistent experiences across all touch-points.

Continuity for existing users

the older version's UX was maintained and improved in parallel, so no user was left behind.